Caravan insurance claims

The more information you can get, the better. You should try and collect:

• The name, address, phone number and if applicable, the licence details of any drivers involved
• If applicable, the make, model and number plate of any vehicles involved
• The contact details of anyone who witnessed the incident.

Don't worry, we'll deal with all the people involved in the accident on your behalf.

Even if you don't have all the details, you can still start your claim and add more details later.

If your caravan or any of its contents have been damaged, take photos of the incident if you can. You can send these to us after you've made a claim.

If you've been in an accident, pictures of all the damaged vehicles and your caravan or trailer, including their number plates, location of the incident, and the other driver's details can all be useful for your claim.

If you've had items stolen from your caravan, we may ask you to provide additional information to help us process your claim, such as:

• Purchase receipts
• Credit cards or bank statements
• Photos of the items.

You don't need to call the police for every incident, however you should call them if:

• You feel unsafe
• The accident is causing a traffic hazard
• You believe alcohol or drugs may be involved
• Theft, vandalism or malicious act has caused loss or damage to your caravan or trailer.

Most importantly, call an ambulance first on 000 if you or anyone else is injured.

There's no deadline for when you need to tell us about the incident, however it's a good idea to make a claim as soon as possible.

We'll pay your reasonable temporary accommodation costs, if your:

• Touring caravan is unliveable, and
• You're 100km or more away from your home, or
• Your on-site caravan is your permanent residence.

We're here to help, so contact us as soon as you think you'll need to relocate.

For more information about our temporary accommodation cover, please refer to the Product Disclosure Statement (PDS).

If an incident we cover causes damage to your caravan or trailer and it needs urgent repairs, call us on 131 123.

If we agree to pay your claim, we'll pay the cost of one tow from the scene of the incident to the nearest repairer or a safe place.

We'll also reimburse you up to $500 to carry out any emergency repairs needed on your caravan or trailer. Remember to keep the receipts for all repairs.

The most important information to obtain from the incident is the name and residential address of any drivers involved in the accident. It's also helpful to get their phone number and licence details.

This ensures that you don't need to pay an excess if the accident wasn't your fault. It also means we can deal directly with all the people involved on your behalf, saving you time, hassle and stress.

If possible, it also helps to get the make, model and number plate of any vehicles involved, plus the contact details of anyone who witnessed the accident.

If the damage to your caravan or trailer was caused by another driver we need their name and residential address to allow us to recover the cost of your repairs. We'll attempt to contact the other driver using any information that you can provide.

Often there are times when we can't contact the other driver, for example, a hit and run type incident. In this scenario, you'll be required to pay the excess towards the cost of your repairs.

If you don't have all their details right now, you can call us to add them at a later date if you're able to obtain them.

We'll give you a claim number and let you know if you need to pay an excess.

You'll then need to get a quote for repairs if there's damage to your caravan or trailer. One of our claims consultants can help you find a suitable repairer, or you can get a quote from a repairer of your choice.

Once you have a quote, you'll need to send it to our claims department along with any photos of the damage. Please list your claim number as the subject so we can easily add this to your claim.

Our claims consultants will then determine how your claim will be settled and if they'll need to inspect your caravan or trailer.

Then, if we agree on the repairs, you can deal directly with the repairer to get your repairs booked in at a time that suits you.

We'll usually get you to pay your excess direct to the repairer. If the damage was caused by another person who we can recover the costs from, you won't be required to pay an excess.

If after the inspection you decide that the cost of the damage is less than the excess and it's not worth going ahead with the claim, you can cancel your claim without affecting your No Claim Bonus.

If there's considerable damage to your caravan or trailer or the repairs cost more than its value, your caravan or trailer may be written off (also known as a 'total loss'). If this happens:

• We'll pay you your caravan or trailer's agreed value minus an excess if required, and on-road costs (unused registration and CTP Insurance)
• Your policy will end and there will be no refund or transfer of your premium. If you pay monthly, we'll deduct any unpaid amounts from your settlement. If there's secured finance on your caravan or trailer, we'll pay the outstanding loan to the credit provider, and the remaining balance to you
• We keep your damaged caravan or trailer.

We understand that a total loss claim can be unexpected. We'll explain the next steps in detail if we settle your claim this way.

If there's considerable damage to your caravan or trailer or the repairs cost more than its value, your caravan or trailer may be written off (also known as a 'total loss'). If this happens:

• We'll pay you your caravan or trailer's agreed value minus an excess if required
• Your policy will end and there will be no refund or transfer of your premium. If you pay monthly, we'll deduct any unpaid amounts from your settlement. If there's secured finance on your caravan or trailer, we'll pay the outstanding loan to the credit provider, and the remaining balance to you
• We keep your damaged caravan or trailer.

We understand that a total loss claim can be unexpected. We'll explain the next steps in detail if we settle your claim this way.

We recommend you first speak with the repairer about your concerns. If you're still unhappy with the authorised repairs, please contact us and we'll discuss the next steps.

We'll pay your reasonable accommodation costs up to $100 per day, if your:

• Touring caravan is unliveable, and
• You're 100km or more away from your home, or
• Your on-site caravan is your permanent residence.

We're here to help, so contact us as soon as you think you'll need to relocate.

For more information about our temporary accommodation cover, please refer to the Product Disclosure Statement (PDS).

If the cost of repairs to your caravan or trailer is less than the excess payable, you may choose not to make a claim. However, the first step is to start a claim so we can arrange to inspect the damage and discuss the cost of repairs with you.

Our claims team will also discuss what happens if there was someone else involved in the incident, and whether making a claim will impact your No Claim Bonus and future premiums.

If you choose not to make a claim, it's still important to repair any damage as this may affect future claims. For more information, refer to the Product Disclosure Statement (PDS).

An excess is payable for most claims unless there's another person that we can recover the costs from i.e. the driver of the other vehicle who caused the incident.

You'll need to pay an excess if:

• You were the at-fault driver in an accident
• The accident wasn't your fault but you don't have the details of the at-fault driver
• Your caravan, its contents or trailer was damaged by an event e.g. hail during a storm.

To find out whether you need to pay an excess, please refer to your policy document or call us on 131 123.

If you're unsure who caused the accident or there's a dispute over which driver was at-fault, we'll use the information you provide us along with knowledge of the road rules to decide. We may ask you and the other party to provide statements, diagrams or photos to help us make that decision.

If you're found to be at-fault for an accident, the claim will be made against your motor insurance, and you'll need to pay the excess.

If we agree that the accident wasn't the fault of you or the person in control of your caravan or trailer, and you can provide the name and residential address of the driver that we agree is at-fault, then you may not need to pay the excess.

If you're not at-fault in an incident and you can provide us with the at-fault party's name and address, making a claim won't affect your No Claim Bonus.

If you're found to be at-fault in an accident or damage to your caravan or trailer was caused by storm or theft, it depends on your current No Claim Bonus level and whether you've made any other claims during your current policy term.

We cover up to $1,000 for contents inside your caravan or annexe (except a canvas, vinyl or fabric annexe) if they're lost or damaged as a result of an incident we cover.

We'll either repair, replace or pay you the reasonable cost to recover your contents, up to the agreed value on your policy document.

For more information, including what contents items are covered, refer to the Product Disclosure Statement (PDS).

We cover you and anyone allowed to use your caravan or trailer if use causes property damage, death or injury to another person.

You'll need to claim liability through your car or motorcycle insurance if the incident happens when your:

• On-site caravan, touring caravan or trailer is attached to a car or motorcycle
• On-site caravan, touring caravan or trailer detaches from a car or motorcycle when in use.

If you want to use your touring caravan during the lay up period, then we'll only cover it for loss or damage if:

• You tell us you're going to use it
• We agree to cover you for that use
• You pay us any additional premium that may apply.